Customer-Focused Writing

Meeting Customer Needs and Building Loyalty

The overriding goal of Customer-Focused Writing is to improve the quality and
positive impact of writing to customers. Written communications can become a
way for writers to inform and build customer loyalty.

Participants in the one-day Customer-Focused Writing can expect the following
payoffs for their investment in the workshop.

• Develop an accurate profile of customers’ needs.
• Organize information based on a customer profile.
• Structure communications efficiently.
  • Openings that inform and reassure customers.
  • Explanations that are clear, logical, and easy to read.
  • Closings that focus on action and follow-up.
• Project a responsive, professional image of the writer and of the organization.
• Ensure readability and eliminate the need for additional follow-up or clarification.